Florin Rosca

Background

About Florin Rosca

Results-Driven Technical Support Leader | SaaS | Salesforce | EMEA Operations | AI/ML in Tech Support | Cloud Platforms | IT Service Management (ITSM)I am a versatile and highly motivated Technical Support Manager with 10+ years of proven success in SaaS, Cloud Services, and Enterprise IT environments. With hands-on leadership across FinTech, eCommerce, and Enterprise SaaS, I specialise in Salesforce Administration, SAP Fieldglass, Microsoft Dynamics 365, AWS, and technical support operations across the EMEA region.My expertise includes- Managing and mentoring high-performing technical support teams (remote & on-site)- Driving operational excellence through ServiceNow, Zendesk, Jira, SSRS/SSIS, and SQL- Optimising SLAs/KPIs, incident management workflows, and customer experience in global organisations- Building and maintaining trusted partnerships with Tier 1 clients such as Adobe, HSBC, Airbus, SAP, BNP Paribas, and DocuSignI am certified and confident in systems such as Salesforce CRM, Office 365, Windows Server, Active Directory, and AV/telephony platforms like AVAYA, Cisco, Zoom, WebEx, and Polycom. Fluent in English, with professional working proficiency in French and conversational Spanish, I thrive in multilingual, multicultural environments. AI & Machine Learning Integration in Support OpsI actively explore AI-driven solutions such as Google Gemini AI, ChatGPT, and Salesforce Einstein AI to- Automate ticket triage and knowledge base generation- Enhance predictive analytics for customer support and service delivery- Improve internal workflows and CRM automation for sales, service, and marketingBy integrating AI/ML tools into daily operations, I am improving efficiency, data accuracy, and customer satisfaction—and positioning support engineering as a key strategic function within the business. I’m passionate about tech innovation, operational strategy, and leading diverse teams to success. Open to senior roles in Technical Support Leadership, ITSM, Customer Success, or SaaS Operations Management. If you're into smart support solutions or just want to swap stories from the tech world — let’s connect!